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My patience with this bungling shower of utter incompetents has finally run out. I thought Virgin were bad, but Sky have taken ineptitude to a whole new level.
It all began back in December, when after several years of NTL (which then became Virgin) sub-standard service and support I finally decided to switch to Sky. We have been Sky TV customers for many years and, on the whole, have not had any major problems. We took on Sky+ and multi-room and therefore we were offered Sky Broadband as part of the package for a very reasonable £5 per month. Incidentally, I was only paying £2 per month with Virgin, but as I pointed out to them when I cancelled the service, price is not the issue, quality of service is and they failed miserably at that.
There follows just some of the exchanges I have had with Sky Customer Services. I always send copies of emails to james.murdoch@bskyb.com even though he never reads them, somebody does.
Finally, it also amuses me that Sky have such contempt for their customers that they have outsourced their customer services to India where they consider “Malcolm J Dingwall” is a believable name for an agent who can barely assemble a sentence in English.
Four days later, I got this response.
I contacted them once again, using the link they provided and I got this in reply.
My response, because I was running out of patience with them.
Incredibly, I simply received an identical email again, so I sent this.
My account was then being dealt with by the 'All Customer Care Escalation Team' and I received an email from Mr William Cunningham. It transpired that changes were being made to the Sky email servers and that Sky should have informed us that our ability to send email would not be available for several days. When I quizzed them about this, I was told than an email was sent to all customers in November, informing us about the change – they had no answer regarding the fact that we were not Sky Broadband customers until December.
I did not receive a reply from Mr William Cunningham, but instead received this.
I replied with this, given that I still had no facility to send email via my Sky Broadband service.
His reply is as follows.
I should explain at this point that the Sky solution to the fact that their routers are rubbish, is to keep sending them – I now have five of them, three of which I did not even bother to unpack. Two arrived on the same day!
Mr Gavin was clearly feeling the pressure and responded with the following.
I was in no mood for this kind of reply from a company I pay money too.
By this time, I must confess, I was enjoying the sport.
Dear Mr Gavin
Rather unsurprisingly, no. Your message is of no help whatsoever.
What on earth makes you think that it might be?
At this point, William Cunningham must have come back into the office. Either that, or Alastair Gavin had had enough.
At this point, William Cunningham must have left the office again because I got a reply from Malcolm J Dingwall and, once again, he tried to play the DPA card.
I need to explain here that because the Sky supplied equipment was useless and they refuse to allow any other router to access their network I was forced to disable the wireless services of the Sky supplied router and use it as an ADSL modem only, then using a CAT5 cable, I connected my own wireless router.
I responded with this.
Malcolm J Dingwall was running out of patience too…
He was not the only one however, with a rapidly evaporating supply of tolerance
Mr Malcolm J Dingwall then replied with the following.
I waited a week and then sent this.
He then replied with this. Note, once again, that he does not bother even trying to be polite.
I then received this, which I forwarded again to James Murchoch.
Mr Cetelco
Our responses are based on information provided by you and from conversations between you and our technical support group.
As the equipment is used by you, we do not have precise details of what this equipment is.
All investigations are dealt with by our technical support.
The Broadband service provided by Sky is for domestic use only and should not be used for commercial use.
As advised previously, we are unable to provide any further support in relation to the matters raised.
I will remain available to discuss matters with the account holder in relation to the continuing of the service.
Malcolm J Dingwall
Customer Relations
I then received this, from somebody apparently called Elaine Cameron, at least she understands the importance of the correct salutation.
Accordinglly, I have requested my MAC code and sent the following email to an address I was given on the telephone, needless to say, it bounced back because there was no such mailbox. I sent a copy to James Murdoch however.
Incredibly, I got this reply, although at least William has learnt some manners
This is my final message and I will have nothing further to do with them.
I have learnt my lesson and have now arranged to go back to BT, with whom I had a broadband service about five years ago, before I was tempted away by NTL, who became Virgin and then I moved to Sky because of the appalling service offered by Virgin internet.
I was with BT for years and still have telephone services from them and how many times was I required to telephone BT because of a fault?
Never.
Not once did I ever have cause to telephone them.
It all began back in December, when after several years of NTL (which then became Virgin) sub-standard service and support I finally decided to switch to Sky. We have been Sky TV customers for many years and, on the whole, have not had any major problems. We took on Sky+ and multi-room and therefore we were offered Sky Broadband as part of the package for a very reasonable £5 per month. Incidentally, I was only paying £2 per month with Virgin, but as I pointed out to them when I cancelled the service, price is not the issue, quality of service is and they failed miserably at that.
There follows just some of the exchanges I have had with Sky Customer Services. I always send copies of emails to james.murdoch@bskyb.com even though he never reads them, somebody does.
Finally, it also amuses me that Sky have such contempt for their customers that they have outsourced their customer services to India where they consider “Malcolm J Dingwall” is a believable name for an agent who can barely assemble a sentence in English.
Dear Mr Murdoch
I have been a Sky Broadband customer for just over a month and to date it has been a thoroughly miserable experience.
From insulting and ignorant call centre staff to hopeless, second-rate, inadequate equipment.
I have a problem with the Sagem router your company have sent me.
Again.
This is the third such router and I fail to see how sending me any more of them is going to cure the fact that they are fundamentally cheap and largely useless.
This evening alone and not for the first time, the router took from between 2219 to 2243 to acquire a network address.
This is not only unacceptable it is also most infuriating. I have used two Belkin routers, a D-Link and a Netgear router and not one of them has failed in this way, not one.
I require a router that works and that will preclude anything manufactured by Sagem, as amply demonstrated.
Therefore, kindly supply me with a router that actually does what it is supposed to do or reimburse me for the cost of the router that I am forced to buy and provide me with the information I need about my ADSL connection to allow me to configure it.
Thank you.
I have been a Sky Broadband customer for just over a month and to date it has been a thoroughly miserable experience.
From insulting and ignorant call centre staff to hopeless, second-rate, inadequate equipment.
I have a problem with the Sagem router your company have sent me.
Again.
This is the third such router and I fail to see how sending me any more of them is going to cure the fact that they are fundamentally cheap and largely useless.
This evening alone and not for the first time, the router took from between 2219 to 2243 to acquire a network address.
This is not only unacceptable it is also most infuriating. I have used two Belkin routers, a D-Link and a Netgear router and not one of them has failed in this way, not one.
I require a router that works and that will preclude anything manufactured by Sagem, as amply demonstrated.
Therefore, kindly supply me with a router that actually does what it is supposed to do or reimburse me for the cost of the router that I am forced to buy and provide me with the information I need about my ADSL connection to allow me to configure it.
Thank you.
Thank you for your email.
To ensure your enquiry is directed to the correct team, we have made some changes to our e-mail support. We need you to re-submit your message via our website, using a webform which you can access from this link: Sky.com - Sky Help CentreFeedback - Broadband Kana.
Once you have submitted the Web Form, we'll get back to you as quickly as possible. (Your original message will not have been received)
The web form can be found at Sky.com by clicking on Customer Support, then Contact Us and by using the link under 'Complete Broadband Enquiry Form'
Please feel free to also visit our online support centre by clicking on the following link: Sky.com - Home
Regards
Sky Broadband
To ensure your enquiry is directed to the correct team, we have made some changes to our e-mail support. We need you to re-submit your message via our website, using a webform which you can access from this link: Sky.com - Sky Help CentreFeedback - Broadband Kana.
Once you have submitted the Web Form, we'll get back to you as quickly as possible. (Your original message will not have been received)
The web form can be found at Sky.com by clicking on Customer Support, then Contact Us and by using the link under 'Complete Broadband Enquiry Form'
Please feel free to also visit our online support centre by clicking on the following link: Sky.com - Home
Regards
Sky Broadband
Dear Cetelco,
Thank you for contacting Sky Broadband Technical Support.
You are not the account holder named on the account. Also, there are no previous emails containing the correct information, so we are unable to use these for reference in this instance.
In cases where we deal with people who are not the account holder, we need to ensure that they have the permission to deal with the problems on the account. The easiest way to do this is to ask for the account password.
Until this has been done however, we are unable to offer any further assistance.
If you need further help or information, please reply to this email or contact us on 08705 515 515.
Kind regards
David
Sky Broadband Technical Support
Thank you for contacting Sky Broadband Technical Support.
You are not the account holder named on the account. Also, there are no previous emails containing the correct information, so we are unable to use these for reference in this instance.
In cases where we deal with people who are not the account holder, we need to ensure that they have the permission to deal with the problems on the account. The easiest way to do this is to ask for the account password.
Until this has been done however, we are unable to offer any further assistance.
If you need further help or information, please reply to this email or contact us on 08705 515 515.
Kind regards
David
Sky Broadband Technical Support
This has already been done.
Please check your records before further wasting my time.
Please check your records before further wasting my time.
Dear David
I am not so stupid as to provide a password in an email and I am shocked that you think it acceptable to do so.
Twice permission has been granted for me to deal with this account on behalf of Mrs Cetelco. Both times incidentally we were informed that a record would be made and this confirmation would not be required again.
I will now escalate this matter as your incompetence is becoming increasingly tiresome.
I am not so stupid as to provide a password in an email and I am shocked that you think it acceptable to do so.
Twice permission has been granted for me to deal with this account on behalf of Mrs Cetelco. Both times incidentally we were informed that a record would be made and this confirmation would not be required again.
I will now escalate this matter as your incompetence is becoming increasingly tiresome.
Dear Mr Cunningham
Thank you for your email.
My name is below, my full address is as follows.
(address details)
I have no idea what the Sky account number is, but our home telephone number is XXXXX XXXXXX and the Sky account is in the name of Mrs Cetelco at the above address.
The viewing card number is XXX XXX XXX.
I have been lied too by your staff now, on multiple occasions about the email service and planned changes that have been made to the SMTP servers and email access in addition to the numerous problems I have been having with the wireless router that your company sees fit to supply.
I have reached the end of my patience with your company, quite a feat since we have only been customers of your broadband and telephone service since 13 December 2007.
I have only managed to ensure that this email is sent to you by making alternative arrangements and using a third party email server – something that I was not told would be necessary during any of the four calls I made yesterday to your help line, or the first one this morning. In addition, it was not a Sky employee who told me that the email would not be working for another few days, but an external contractor.
At what point were you planning on informing customers that the ability to send email would fail for three or more days?
Please call me on the above number and I hope that we can get this situation resolved.
Thank you for your email.
My name is below, my full address is as follows.
(address details)
I have no idea what the Sky account number is, but our home telephone number is XXXXX XXXXXX and the Sky account is in the name of Mrs Cetelco at the above address.
The viewing card number is XXX XXX XXX.
I have been lied too by your staff now, on multiple occasions about the email service and planned changes that have been made to the SMTP servers and email access in addition to the numerous problems I have been having with the wireless router that your company sees fit to supply.
I have reached the end of my patience with your company, quite a feat since we have only been customers of your broadband and telephone service since 13 December 2007.
I have only managed to ensure that this email is sent to you by making alternative arrangements and using a third party email server – something that I was not told would be necessary during any of the four calls I made yesterday to your help line, or the first one this morning. In addition, it was not a Sky employee who told me that the email would not be working for another few days, but an external contractor.
At what point were you planning on informing customers that the ability to send email would fail for three or more days?
Please call me on the above number and I hope that we can get this situation resolved.
Dear Mr Cetelco
Thank you for your email addressed to James Murdoch, which has been passed for my attention.
I was concerned to learn of the problems that you have experienced with your Broadband router.
In order for me to assist you, please contact me with your full name, address, account number and viewing card number.
I look forward to receiving this information together with your original enquiry to ensure a quick conclusion to this matter.
Kind regards
Alastair Gavin
Thank you for your email addressed to James Murdoch, which has been passed for my attention.
I was concerned to learn of the problems that you have experienced with your Broadband router.
In order for me to assist you, please contact me with your full name, address, account number and viewing card number.
I look forward to receiving this information together with your original enquiry to ensure a quick conclusion to this matter.
Kind regards
Alastair Gavin
Dear Mr Gavin
I am curious as to the use of the phrase “ensure a quick conclusion” in your message of 4th February. Today is the 8th February and I have heard nothing further from you. For a company at the cutting edge of technology yet insists that all complaints are dealt with in writing, that is nothing short of scandalous.
Why would you insist that all complaints are dealt with in writing? What is wrong with your department that they will not talk to customers, in particular since you now offer a telephone service? Just how green is it to insist that letters are written, printed, posted, read then filed or destroyed. Just what is the carbon footprint of a dirty great diesel delivery lorry?
Sky have provided me with a shockingly poor service and when this was highlighted, the situation just got worse and continues to do so. I have been promised contact that has never materialised, you insist that I use your equipment, yet provide equipment that is substandard. I am forced to wait for hours on the telephone while you charge me to tell you that your service is poor and that the equipment you supply does not work. I am argued with, lied too, ignored…the list goes on.
At which point am I supposed to be pleased that I have joined Sky?
I am curious as to the use of the phrase “ensure a quick conclusion” in your message of 4th February. Today is the 8th February and I have heard nothing further from you. For a company at the cutting edge of technology yet insists that all complaints are dealt with in writing, that is nothing short of scandalous.
Why would you insist that all complaints are dealt with in writing? What is wrong with your department that they will not talk to customers, in particular since you now offer a telephone service? Just how green is it to insist that letters are written, printed, posted, read then filed or destroyed. Just what is the carbon footprint of a dirty great diesel delivery lorry?
Sky have provided me with a shockingly poor service and when this was highlighted, the situation just got worse and continues to do so. I have been promised contact that has never materialised, you insist that I use your equipment, yet provide equipment that is substandard. I am forced to wait for hours on the telephone while you charge me to tell you that your service is poor and that the equipment you supply does not work. I am argued with, lied too, ignored…the list goes on.
At which point am I supposed to be pleased that I have joined Sky?
Dear Mr Cetelco
Thank you for your email addressed to William Cunningham, which has been passed for my attention as William is currently out of the office.
I am sorry you feel that you are not receiving any customer care. As stated in Williams previous email, we have a dedicated team that deals with broadband issues of a technical nature.
I have requested that you receive further assistance from this team with respects to the broadband issues. Please accept my apologies that I cannot personally assist you further regarding your technical issues.
Should you require any further assistance, please do not hesitate to contact me at the above email address.
Kind regards
Alastair Gavin
Customer Liaison
Thank you for your email addressed to William Cunningham, which has been passed for my attention as William is currently out of the office.
I am sorry you feel that you are not receiving any customer care. As stated in Williams previous email, we have a dedicated team that deals with broadband issues of a technical nature.
I have requested that you receive further assistance from this team with respects to the broadband issues. Please accept my apologies that I cannot personally assist you further regarding your technical issues.
Should you require any further assistance, please do not hesitate to contact me at the above email address.
Kind regards
Alastair Gavin
Customer Liaison
Dear Mr Gavin
I am somewhat at a loss to understand what your email is actually for. Perhaps you would be good enough to explain it to me?
Today I have had cause to telephone Sky three times and am on the telephone right now and have been for the last 45 minutes. I had to call again because the person I was speaking too hung up the telephone.
I am only able to send this email at all because I am connected to an unsecured wireless network, which I am sure you are aware, may be an offence under both the Communications Act 2003 and the Computer Misuse Act 1990. I cannot connect to the wireless router in my own house, yet am connected via another router – this would appear to rule out the notion that my PC or my wireless adapter is at fault, which was the gleefully seized upon, but clearly erroneous conclusion reached by your so-called technicians.
I have a router of my own, that I know works. I have offered to use this, in place of the routers that you keep sending me, but apparently, this is not good enough.
Accordingly I must inform you that, should his situation not be resolved within the next 7 days we will have no option but to cancel the contract due to the constant service failures we have been subjected too, along with the appalling customer care that you have demonstrated.
I will have Mrs Cetelco communicate this to you.
I am somewhat at a loss to understand what your email is actually for. Perhaps you would be good enough to explain it to me?
Today I have had cause to telephone Sky three times and am on the telephone right now and have been for the last 45 minutes. I had to call again because the person I was speaking too hung up the telephone.
I am only able to send this email at all because I am connected to an unsecured wireless network, which I am sure you are aware, may be an offence under both the Communications Act 2003 and the Computer Misuse Act 1990. I cannot connect to the wireless router in my own house, yet am connected via another router – this would appear to rule out the notion that my PC or my wireless adapter is at fault, which was the gleefully seized upon, but clearly erroneous conclusion reached by your so-called technicians.
I have a router of my own, that I know works. I have offered to use this, in place of the routers that you keep sending me, but apparently, this is not good enough.
Accordingly I must inform you that, should his situation not be resolved within the next 7 days we will have no option but to cancel the contract due to the constant service failures we have been subjected too, along with the appalling customer care that you have demonstrated.
I will have Mrs Cetelco communicate this to you.
Mr Gavin was clearly feeling the pressure and responded with the following.
Dear Mr Cetelco
Thank you for your further email.
To clarify, I was merely advising you that you would be contacted by the relevant team that can assist you further as I was unable to. I understand that the ‘senior’ technical support (level 3) have contacted to assist further regarding the Broadband issue.
I trust this information assists. Should you require any further assistance, please do not hesitate to contact me at the above email address.
Kind regards
Alastair Gavin
Customer Liaison
Thank you for your further email.
To clarify, I was merely advising you that you would be contacted by the relevant team that can assist you further as I was unable to. I understand that the ‘senior’ technical support (level 3) have contacted to assist further regarding the Broadband issue.
I trust this information assists. Should you require any further assistance, please do not hesitate to contact me at the above email address.
Kind regards
Alastair Gavin
Customer Liaison
Dear Mr Gavin
Please tell me what it is you can do as your function is unclear to me.
The issues we have been enduring with broadband and in particular wireless are demonstrably the fault of the equipment you insist that we use. This has been explained to and accepted by your technical support (level 3) personnel.
Each of your emails has ended with the sentence “Should you require any further assistance, please do not hesitate to contact me at the above email address” yet to date, you have been of absolutely no assistance whatsoever.
I do not propose to set out the full history of my tale of woe at the hands of your so-called “customer service” department, suffice to say that being a customer of Sky has been a thoroughly miserable experience so far. I have considerable experience with wireless technology and although I am not an engineer I have been using wireless networking since its inception and have also been involved in the development of other wireless technologies including DECT, GSM and Bluetooth. For this reason, and the fact that prior to the current problems, my network has been functioning perfectly I reached the conclusion that the routers you have sent me are at fault.
Finally your level 3 engineer I spoke to agreed with me and also agreed that there is nothing further he can do.
Now, what can you do?
Please tell me what it is you can do as your function is unclear to me.
The issues we have been enduring with broadband and in particular wireless are demonstrably the fault of the equipment you insist that we use. This has been explained to and accepted by your technical support (level 3) personnel.
Each of your emails has ended with the sentence “Should you require any further assistance, please do not hesitate to contact me at the above email address” yet to date, you have been of absolutely no assistance whatsoever.
I do not propose to set out the full history of my tale of woe at the hands of your so-called “customer service” department, suffice to say that being a customer of Sky has been a thoroughly miserable experience so far. I have considerable experience with wireless technology and although I am not an engineer I have been using wireless networking since its inception and have also been involved in the development of other wireless technologies including DECT, GSM and Bluetooth. For this reason, and the fact that prior to the current problems, my network has been functioning perfectly I reached the conclusion that the routers you have sent me are at fault.
Finally your level 3 engineer I spoke to agreed with me and also agreed that there is nothing further he can do.
Now, what can you do?
Dear Mr Cetelco
Thank you for your further email.
In response to your previous communications, please allow me this opportunity to clarify matters.
We deal with issues on behalf of the senior executives and the Broadband team deal with escalated issues regarding the Broadband service, on our behalf. Therefore, as your issue is with the Broadband service, I forward on any up to date information regarding your issue our broadband team, who contact you to assist you further.
I trust this information assists in what I am able to do in your situation.
Kind regards
Alastair Gavin
Customer Liaison
Thank you for your further email.
In response to your previous communications, please allow me this opportunity to clarify matters.
We deal with issues on behalf of the senior executives and the Broadband team deal with escalated issues regarding the Broadband service, on our behalf. Therefore, as your issue is with the Broadband service, I forward on any up to date information regarding your issue our broadband team, who contact you to assist you further.
I trust this information assists in what I am able to do in your situation.
Kind regards
Alastair Gavin
Customer Liaison
Dear Mr Gavin
Rather unsurprisingly, no. Your message is of no help whatsoever.
What on earth makes you think that it might be?
Dear Mr Cetelco
Thank you for your email
I note that the account is not in your name, however as this is a technical enquiry I have passed your details to our Broadband Technical team and requested they investigate this matter.
If I can be of any further assistance please contact me.
Yours sincerely
William Cunningham
Customer Liaison
Thank you for your email
I note that the account is not in your name, however as this is a technical enquiry I have passed your details to our Broadband Technical team and requested they investigate this matter.
If I can be of any further assistance please contact me.
Yours sincerely
William Cunningham
Customer Liaison
Dear Mr Cunningham
Is that it? Is that really the best you can do?
Regards,
Is that it? Is that really the best you can do?
Regards,
Dear Mr Cetelco
Thank you for your email
I am sorry that you were not happy with my previous response, unfortunately due to the technical nature of your enquiry the details were passed to my Broadband technical colleagues for their expertise.
Having checked your account I believe that they have subsequently made contact with you directly and are investigating this issues.
Kind Regards
William Cunningham
Customer Liaison
Thank you for your email
I am sorry that you were not happy with my previous response, unfortunately due to the technical nature of your enquiry the details were passed to my Broadband technical colleagues for their expertise.
Having checked your account I believe that they have subsequently made contact with you directly and are investigating this issues.
Kind Regards
William Cunningham
Customer Liaison
Dear Mr Cunningham
This is becoming increasingly tiresome. There is nothing technical about customer care, yet nobody – not one single person at all – thus far from your company has seen fit to demonstrate anything remotely resembling customer care. How do you explain that?
I am in receipt of an email that informs me that someone will be in touch and that is it. I sent my initial email regarding this matter, notwithstanding the issues over the lack of quality of the router I am contractually obliged to use, on 30 January and to date, nobody has even attempted to help. Nobody.
You have an address, a telephone number, an email address and a mobile number and not once has anyone from your organisation attempted to address any of the issues that I have raised. I have had plenty of idiotic responses, such as yours and others even more pointless, yet no help.
Are you hoping I will die of boredom or lose the will to live waiting for you to do something and just go away?
Regards,
This is becoming increasingly tiresome. There is nothing technical about customer care, yet nobody – not one single person at all – thus far from your company has seen fit to demonstrate anything remotely resembling customer care. How do you explain that?
I am in receipt of an email that informs me that someone will be in touch and that is it. I sent my initial email regarding this matter, notwithstanding the issues over the lack of quality of the router I am contractually obliged to use, on 30 January and to date, nobody has even attempted to help. Nobody.
You have an address, a telephone number, an email address and a mobile number and not once has anyone from your organisation attempted to address any of the issues that I have raised. I have had plenty of idiotic responses, such as yours and others even more pointless, yet no help.
Are you hoping I will die of boredom or lose the will to live waiting for you to do something and just go away?
Regards,
Mr Cetelco
Account reference xxxxxxxxxx, Mrs Cetelco
With reference to your communications in relation to the broadband service, I hope I am able to clarify matters for you.
On checking our records, I note that our ‘senior’ technical support (level 3) have been in contact with you and have scheduled a further call on Sunday 24th February to provide additional assistance where required.
It would be appreciated if you could confirm if you are using our router for connection to the internet as we may not be able to support issues relating to the matters raised if our equipment is not being used.
I hope that all issues raised are soon resolved.
If I can be of further assistance, please contact me at the e-mail address shown.
Malcolm J Dingwall
Customer Relations
Account reference xxxxxxxxxx, Mrs Cetelco
With reference to your communications in relation to the broadband service, I hope I am able to clarify matters for you.
On checking our records, I note that our ‘senior’ technical support (level 3) have been in contact with you and have scheduled a further call on Sunday 24th February to provide additional assistance where required.
It would be appreciated if you could confirm if you are using our router for connection to the internet as we may not be able to support issues relating to the matters raised if our equipment is not being used.
I hope that all issues raised are soon resolved.
If I can be of further assistance, please contact me at the e-mail address shown.
Malcolm J Dingwall
Customer Relations
I responded with this.
Dear Mr Dingwall
I have no record or notification that anybody is going to call us, either on Sunday 24th February or at any other time.
This is now beyond unreasonable.
Kindly send Mrs Cetelco details of the specific terms and conditions that relate to the use of the equipment you insist that we use and details of the terms surrounding the early termination of the contract to supply broadband.
Regards,
I have no record or notification that anybody is going to call us, either on Sunday 24th February or at any other time.
This is now beyond unreasonable.
Kindly send Mrs Cetelco details of the specific terms and conditions that relate to the use of the equipment you insist that we use and details of the terms surrounding the early termination of the contract to supply broadband.
Regards,
Mr Cetelco
Account reference xxxxxxxxxx, Mrs Cetelco
I have been advised that our technical department have again been in touch with you to provide assistance. However, it is noted that due to the amount of equipment being used, you will continue to experience some issues.
Under normal circumstances, we would advise the account holder of the minimum period required as per the terms and conditions, which can be viewed through Sky.com/broadband but I feel in the circumstances if the account holder wishes to switch to another provider, we may consider this course of action.
If Mrs Cetelco decides to cancel the service, they will have to contact us direct with sufficient information to comply with the Data Protection Act.
Malcolm J Dingwall
Customer Relations
Account reference xxxxxxxxxx, Mrs Cetelco
I have been advised that our technical department have again been in touch with you to provide assistance. However, it is noted that due to the amount of equipment being used, you will continue to experience some issues.
Under normal circumstances, we would advise the account holder of the minimum period required as per the terms and conditions, which can be viewed through Sky.com/broadband but I feel in the circumstances if the account holder wishes to switch to another provider, we may consider this course of action.
If Mrs Cetelco decides to cancel the service, they will have to contact us direct with sufficient information to comply with the Data Protection Act.
Malcolm J Dingwall
Customer Relations
Dear Mr Dingwall
Once again I am confused as to the point of your message. Kindly therefore address the questions I have listed below.
What equipment am I using and why will I continue to experience some issues?
What course of action will you consider if Mrs Cetelco wishes to switch to another provider?
What information do you think you require in order to comply with the Data Protection Act?
Regards,
Once again I am confused as to the point of your message. Kindly therefore address the questions I have listed below.
What equipment am I using and why will I continue to experience some issues?
What course of action will you consider if Mrs Cetelco wishes to switch to another provider?
What information do you think you require in order to comply with the Data Protection Act?
Regards,
Mr Cetelco
Following the discussion between you and our technical support, I have been advised that there is additional equipment connected to the internet. Whilst Sky supports additional equipment, the more equipment connected the less speed may be available. I believe our technical support have provided the same information.
If Mrs Cetelco contacts us, we will consider options available to the account holder.
When any contact is received, we must satisfy ourselves that the person in contact provides sufficient information to confirm they are either the account holder or an authorised person to access the account details when a password is provided as shown on the Sky account information.
I believe we have been fair and reasonable to assisting you with this matter. However I feel that any further discussion should be made with the account holder for any changes required or if contact is received from a non account holder, the password must be provided at all times.
Malcolm J Dingwall
Customer Relations
Following the discussion between you and our technical support, I have been advised that there is additional equipment connected to the internet. Whilst Sky supports additional equipment, the more equipment connected the less speed may be available. I believe our technical support have provided the same information.
If Mrs Cetelco contacts us, we will consider options available to the account holder.
When any contact is received, we must satisfy ourselves that the person in contact provides sufficient information to confirm they are either the account holder or an authorised person to access the account details when a password is provided as shown on the Sky account information.
I believe we have been fair and reasonable to assisting you with this matter. However I feel that any further discussion should be made with the account holder for any changes required or if contact is received from a non account holder, the password must be provided at all times.
Malcolm J Dingwall
Customer Relations
Dear Mr Dingwall
Do you actually have any idea what you are writing about? There is not and never has been an issue of speed.
The issues we have been enduring with broadband and in particular wireless are demonstrably the fault of the equipment you insist that we use. This has been explained to and accepted by your technical support (level 3) personnel.
I do not propose to set out the full history of my tale of woe at the hands of your so-called “customer service” department, suffice to say that being a customer of Sky has been a thoroughly miserable experience so far. I have considerable experience with wireless technology and although I am not an engineer I have been using wireless networking since its inception and have also been involved in the development of other wireless technologies including DECT, GSM and Bluetooth. For this reason, and the fact that prior to the current problems, my network has been functioning perfectly I reached the conclusion that the routers you have sent me are at fault. Incidentally, your level 3 engineer I spoke to agreed with me and also agreed that there is nothing further he can do.
My name is below, our full address is as follows.
(address details)
Our home telephone number is xxxxx xxxxxx and the Sky account is in the name of Mrs Cetelco at the above address and the account number is xxxxxxxxx
The viewing card number is xxx xxx xxx and the password on the account is “xxxxxxx.”
Of course, thanks to your ridiculous insistence that the password be sent via email, it will not be that for long and should probably be changed as soon as possible and I trust that you feel very proud of yourself.
If your company and in particular your department did not suffer from telephobia, quite remarkable for a company that offers a telephone service in my opinion, then none of this nonsense would be necessary. Quite how a Customer Service department of a company such as Sky and that offers a telephone service can have a policy of not telephoning their customers is beyond me.
Finally, perhaps you could let me know just how you have been “fair and reasonable to assisting [me] with this matter” and precisely what assistance you, or indeed any other of your apparently mute colleagues have been.
Regards,
Do you actually have any idea what you are writing about? There is not and never has been an issue of speed.
The issues we have been enduring with broadband and in particular wireless are demonstrably the fault of the equipment you insist that we use. This has been explained to and accepted by your technical support (level 3) personnel.
I do not propose to set out the full history of my tale of woe at the hands of your so-called “customer service” department, suffice to say that being a customer of Sky has been a thoroughly miserable experience so far. I have considerable experience with wireless technology and although I am not an engineer I have been using wireless networking since its inception and have also been involved in the development of other wireless technologies including DECT, GSM and Bluetooth. For this reason, and the fact that prior to the current problems, my network has been functioning perfectly I reached the conclusion that the routers you have sent me are at fault. Incidentally, your level 3 engineer I spoke to agreed with me and also agreed that there is nothing further he can do.
My name is below, our full address is as follows.
(address details)
Our home telephone number is xxxxx xxxxxx and the Sky account is in the name of Mrs Cetelco at the above address and the account number is xxxxxxxxx
The viewing card number is xxx xxx xxx and the password on the account is “xxxxxxx.”
Of course, thanks to your ridiculous insistence that the password be sent via email, it will not be that for long and should probably be changed as soon as possible and I trust that you feel very proud of yourself.
If your company and in particular your department did not suffer from telephobia, quite remarkable for a company that offers a telephone service in my opinion, then none of this nonsense would be necessary. Quite how a Customer Service department of a company such as Sky and that offers a telephone service can have a policy of not telephoning their customers is beyond me.
Finally, perhaps you could let me know just how you have been “fair and reasonable to assisting [me] with this matter” and precisely what assistance you, or indeed any other of your apparently mute colleagues have been.
Regards,
Mr Cetelco
Thank you for your recent communication and the provision of the password, which will allow us to comply with the Data Protection Act. It is also noted that Mrs Cetelco has contacted Sky and confirmed access to you.
A customer may change the password at anytime by contacting our Customer Services.
Firstly, when I referred to ‘speed’ it was meant to indicate ‘signal strength’. I apologise for any misunderstandings.
With regard to your reference to ‘level 3 technical’, I must advise that what was discussed was that it would appear that our routers may not perform as well as your original equipment, as you stated and that when we get wireless signal strength issues we will attempt to try both Netgear and Sagem Routers as we have found from experience that in some cases Sagem may have a slightly better range than Netgear. However it was explained that we have a large number of customers who are connecting wirelessly quite happily with both Netgear and Sagem routers.
It was also advised by you on a number of times that you were aware that wireless propagation is a “black art” and no one fully understands why some equipment functions better than others.
It is fully understand your frustration, but on the information available, we have done everything we can to try to resolve this issue.
When a contact is received by e-mail, it will generally be responded to by e-mail to ensure, where possible continuity. Unless, as in this case it was arranged for technical support to assist by telephone. If an enquiry is received whereby the content and resolution may be outwith our parameters, we will seek advise before responding.
I hope I have been able to clarify matters for you.
Malcolm J Dingwall
Customer Relations
Thank you for your recent communication and the provision of the password, which will allow us to comply with the Data Protection Act. It is also noted that Mrs Cetelco has contacted Sky and confirmed access to you.
A customer may change the password at anytime by contacting our Customer Services.
Firstly, when I referred to ‘speed’ it was meant to indicate ‘signal strength’. I apologise for any misunderstandings.
With regard to your reference to ‘level 3 technical’, I must advise that what was discussed was that it would appear that our routers may not perform as well as your original equipment, as you stated and that when we get wireless signal strength issues we will attempt to try both Netgear and Sagem Routers as we have found from experience that in some cases Sagem may have a slightly better range than Netgear. However it was explained that we have a large number of customers who are connecting wirelessly quite happily with both Netgear and Sagem routers.
It was also advised by you on a number of times that you were aware that wireless propagation is a “black art” and no one fully understands why some equipment functions better than others.
It is fully understand your frustration, but on the information available, we have done everything we can to try to resolve this issue.
When a contact is received by e-mail, it will generally be responded to by e-mail to ensure, where possible continuity. Unless, as in this case it was arranged for technical support to assist by telephone. If an enquiry is received whereby the content and resolution may be outwith our parameters, we will seek advise before responding.
I hope I have been able to clarify matters for you.
Malcolm J Dingwall
Customer Relations
Dear Mr Dingwall
Thank you for your message.
It must be a great comfort to you that you “have a large number of customers who are connecting wirelessly quite happily with both Netgear and Sagem routers” but I wonder how comments such as that are intended to improve my customer experience when I am finding quite the opposite? Notwithstanding that, I would suggest you conduct a cursory search of Google using the terms “Sky” and “wireless” and “problem” which will reveal to you that there are a substantial number of customers who are very unhappy indeed. In addition, what you have stated is quite the opposite of what I have been told, which is that the router with the superior propagation is the Netgear, not the Sagem.
In relation to my comments regarding wireless propagation, you cannot take those in isolation, nor pass judgment on my comments without understanding why I made them. In a domestic situation, such as my house, where a router should not be at the limit of its ability, none of the things I meant should come into play. The simple fact of the matter is the routers you insist that customers use are supplied by the lowest bidder and built down to a cost, with entirely predictable results.
I would take issue with your comment that you have done “everything we can to try to resolve this issue” and would challenge you to detail what it is you have done. You have attempted to hide behind the Data Protection Act 1998 despite being informed on at least four occasions by Mrs Cetelco that I am to deal with this, you have insisted that communication is restricted to email (more of which I will cover below), you have manifestly failed to respond to specific questions in my messages, you have misunderstood what I have written and replied with error-ridden nonsense and we have suffered entirely avoidable and undue aggravation, distress and inconvenience as a result of your multiple failures to act correctly and properly.
Your comment that “a contact is received by e-mail, it will generally be responded to by e-mail to ensure, where possible continuity” is incredulous. You will not allow any other form of contact, so quite how you can make this claim is astonishing.
Your latest missive clarifies nothing and my estimation of Sky as a brand and a company is diminishing by the day and were it not for two individuals within your organisation, the account for all services would have been terminated by now.
Finally I must state that if you are going to pretend that you have a western name and pretend that you care about customers, at least use the salutation “Dear” to begin a message and have those messages proof read by somebody who has English as their first language, or at least understands English.
Regards
Thank you for your message.
It must be a great comfort to you that you “have a large number of customers who are connecting wirelessly quite happily with both Netgear and Sagem routers” but I wonder how comments such as that are intended to improve my customer experience when I am finding quite the opposite? Notwithstanding that, I would suggest you conduct a cursory search of Google using the terms “Sky” and “wireless” and “problem” which will reveal to you that there are a substantial number of customers who are very unhappy indeed. In addition, what you have stated is quite the opposite of what I have been told, which is that the router with the superior propagation is the Netgear, not the Sagem.
In relation to my comments regarding wireless propagation, you cannot take those in isolation, nor pass judgment on my comments without understanding why I made them. In a domestic situation, such as my house, where a router should not be at the limit of its ability, none of the things I meant should come into play. The simple fact of the matter is the routers you insist that customers use are supplied by the lowest bidder and built down to a cost, with entirely predictable results.
I would take issue with your comment that you have done “everything we can to try to resolve this issue” and would challenge you to detail what it is you have done. You have attempted to hide behind the Data Protection Act 1998 despite being informed on at least four occasions by Mrs Cetelco that I am to deal with this, you have insisted that communication is restricted to email (more of which I will cover below), you have manifestly failed to respond to specific questions in my messages, you have misunderstood what I have written and replied with error-ridden nonsense and we have suffered entirely avoidable and undue aggravation, distress and inconvenience as a result of your multiple failures to act correctly and properly.
Your comment that “a contact is received by e-mail, it will generally be responded to by e-mail to ensure, where possible continuity” is incredulous. You will not allow any other form of contact, so quite how you can make this claim is astonishing.
Your latest missive clarifies nothing and my estimation of Sky as a brand and a company is diminishing by the day and were it not for two individuals within your organisation, the account for all services would have been terminated by now.
Finally I must state that if you are going to pretend that you have a western name and pretend that you care about customers, at least use the salutation “Dear” to begin a message and have those messages proof read by somebody who has English as their first language, or at least understands English.
Regards
Dear Mr Dingwall
This issue is yet to be resolved. Having failed miserably to speak to either of us have you also now lost the ability to type?
This issue is yet to be resolved. Having failed miserably to speak to either of us have you also now lost the ability to type?
Mr Cetelco
I’m sorry to learn that you feel the issues raised have not been fully resolved. Please allow me to clarify our position on the matters raised.
When a customer has ‘additional’ equipment connected to the internet, Sky will always attempt to assist with any issues that arise. However, following further investigation by our technical support group, we feel we have done all that can be done in the circumstances outlined.
Sky will always respond to a customer in a congenial manner.
On the information available, I’m unable to assist further with the matters raised.
As advised previously, I have offered the account holder the option to terminate the Broadband service. If Mrs Cetelco provides a daytime telephone number whereby I could make direct contact to review and conclude matters.
Malcolm J Dingwall
Customer Relations
I’m sorry to learn that you feel the issues raised have not been fully resolved. Please allow me to clarify our position on the matters raised.
When a customer has ‘additional’ equipment connected to the internet, Sky will always attempt to assist with any issues that arise. However, following further investigation by our technical support group, we feel we have done all that can be done in the circumstances outlined.
Sky will always respond to a customer in a congenial manner.
On the information available, I’m unable to assist further with the matters raised.
As advised previously, I have offered the account holder the option to terminate the Broadband service. If Mrs Cetelco provides a daytime telephone number whereby I could make direct contact to review and conclude matters.
Malcolm J Dingwall
Customer Relations
Dear Mr Dingwall
For the avoidance of doubt, kindly explain your understanding of the “additional” equipment that we have connected to the internet and also detail the investigation that you assert has been carried out.
For the avoidance of doubt, kindly explain your understanding of the “additional” equipment that we have connected to the internet and also detail the investigation that you assert has been carried out.
Mr Cetelco
Our responses are based on information provided by you and from conversations between you and our technical support group.
As the equipment is used by you, we do not have precise details of what this equipment is.
All investigations are dealt with by our technical support.
The Broadband service provided by Sky is for domestic use only and should not be used for commercial use.
As advised previously, we are unable to provide any further support in relation to the matters raised.
I will remain available to discuss matters with the account holder in relation to the continuing of the service.
Malcolm J Dingwall
Customer Relations
Dear Mr Murdoch
I attach the latest pointless message I received today from your so-called Customer Service department.
In short and by their own admission, they have no idea what they are writing to me about and further they are making assumptions based on guesswork and without precise details.
For the record, please tell me what it is they are actually employed to do.
Such a low level of service is a nasty cancer that will most certainly spread in attitude throughout your organisation. However, this is now brought to your attention and like me, you must wonder how many individuals even bother sharing with you their experiences.
I would like to make clear my dissatisfaction with the entire experience I have received thus far from your company. I am left feeling frustrated and disappointed and this is not what you pledge as your stated aim.
Mr Murdoch, I personally enjoy being unreasonable in my expectations that I should receive a good service when I am paying for that service to be provided. Sky does not hold itself out to be average so why on earth do you allow this to continue?
I attach the latest pointless message I received today from your so-called Customer Service department.
In short and by their own admission, they have no idea what they are writing to me about and further they are making assumptions based on guesswork and without precise details.
For the record, please tell me what it is they are actually employed to do.
Such a low level of service is a nasty cancer that will most certainly spread in attitude throughout your organisation. However, this is now brought to your attention and like me, you must wonder how many individuals even bother sharing with you their experiences.
I would like to make clear my dissatisfaction with the entire experience I have received thus far from your company. I am left feeling frustrated and disappointed and this is not what you pledge as your stated aim.
Mr Murdoch, I personally enjoy being unreasonable in my expectations that I should receive a good service when I am paying for that service to be provided. Sky does not hold itself out to be average so why on earth do you allow this to continue?
Dear Mr Cetelco
Thank you for your further email addressed to James Murdoch, which has been passed for my attention.
Regrettably, it is simply not possible for every communication to be responded to directly by the individuals concerned. In order to provide a prompt response, it is necessary for incoming correspondence to be dealt with by other personnel here at the Management Centre. However, please be assured that this in no way demeans the contents of your communications, nor that your concerns are taken any less seriously.
I regret to learn of your dissatisfaction regarding the level of service you have received, and you have my sincere apologies. I wish to assure you that we do wish to provide the highest level of customer service and I very much regret that your recent experiences failed to reflect this.
On checking our records and the emails from Malcolm and information from our Tier 3 technical team. I can advise that we are unable to resolve the problems to your satisfaction. Our technical team have tried to resolve the problems without success therefore, the only thing left is to cancel the broadband service. I note that Malcolm has previously offered this and I am happy to arrange for a MAC code to be issued, this will allow you to migrate to an alternative provider.
I appreciate that this may not be the conclusion you or I wished, however,this is now the only option left as we are unable to provide the service you require.
Please contact me on the email address above and advise if you wish me to issuethe MAC code.
Regards
Elaine Cameron
Customer Relations
Thank you for your further email addressed to James Murdoch, which has been passed for my attention.
Regrettably, it is simply not possible for every communication to be responded to directly by the individuals concerned. In order to provide a prompt response, it is necessary for incoming correspondence to be dealt with by other personnel here at the Management Centre. However, please be assured that this in no way demeans the contents of your communications, nor that your concerns are taken any less seriously.
I regret to learn of your dissatisfaction regarding the level of service you have received, and you have my sincere apologies. I wish to assure you that we do wish to provide the highest level of customer service and I very much regret that your recent experiences failed to reflect this.
On checking our records and the emails from Malcolm and information from our Tier 3 technical team. I can advise that we are unable to resolve the problems to your satisfaction. Our technical team have tried to resolve the problems without success therefore, the only thing left is to cancel the broadband service. I note that Malcolm has previously offered this and I am happy to arrange for a MAC code to be issued, this will allow you to migrate to an alternative provider.
I appreciate that this may not be the conclusion you or I wished, however,this is now the only option left as we are unable to provide the service you require.
Please contact me on the email address above and advise if you wish me to issuethe MAC code.
Regards
Elaine Cameron
Customer Relations
Dear Sir
I was provided with the above email address today in order that I could register my utter dissatisfaction with the service that I have received from your company.
Six times today I had occasion to telephone your Technical Help department – the result of which is my wish to terminate the broadband service that we have on the basis that it is utterly worthless.
I have requested a MAC code, which I have been told will be sent to me via SMS within 48 hours and via post within 5 days.
I was provided with the above email address today in order that I could register my utter dissatisfaction with the service that I have received from your company.
Six times today I had occasion to telephone your Technical Help department – the result of which is my wish to terminate the broadband service that we have on the basis that it is utterly worthless.
I have requested a MAC code, which I have been told will be sent to me via SMS within 48 hours and via post within 5 days.
Dear Mr Cetelco
Thank you for your email addressed to James Murdoch, which has been passed to me to investigate and respond on his behalf.
I would like to begin by apologising for the problems you have had with your Sky Broadband.
Unfortunately from the information you have provided I have been unable to locate your Sky account and process your enquiry.
In order for me to be of further assistance, please contact me with your full name, address, account number and viewing card number.
I look forward to receiving this information together with your original enquiry to ensure a quick conclusion to this matter.
Yours sincerely
William Cunningham
Customer Liaison Consultant
Thank you for your email addressed to James Murdoch, which has been passed to me to investigate and respond on his behalf.
I would like to begin by apologising for the problems you have had with your Sky Broadband.
Unfortunately from the information you have provided I have been unable to locate your Sky account and process your enquiry.
In order for me to be of further assistance, please contact me with your full name, address, account number and viewing card number.
I look forward to receiving this information together with your original enquiry to ensure a quick conclusion to this matter.
Yours sincerely
William Cunningham
Customer Liaison Consultant
Dear Mr Cunningham
If you really are who you are pretending to be, then you should have no difficulty locating the details you require. Failing that, you could always ask your colleagues, Malcolm J Dingwall, Alastair Gavin or Elaine Cameron. You personally emailed me on 6 Feb, again on 12 Feb and once more on 13 Feb and I replied to you, in person, on the 6 Feb and the 13 Feb twice. In total I have sent in excess of twenty messages to you and your colleagues.
Perhaps if you spent less time attempting to mislead customers with your ridiculous pseudonyms and more time actually doing the job that you are paid for we would not be in this situation.
Regards
If you really are who you are pretending to be, then you should have no difficulty locating the details you require. Failing that, you could always ask your colleagues, Malcolm J Dingwall, Alastair Gavin or Elaine Cameron. You personally emailed me on 6 Feb, again on 12 Feb and once more on 13 Feb and I replied to you, in person, on the 6 Feb and the 13 Feb twice. In total I have sent in excess of twenty messages to you and your colleagues.
Perhaps if you spent less time attempting to mislead customers with your ridiculous pseudonyms and more time actually doing the job that you are paid for we would not be in this situation.
Regards
Dear Mr Cetelco
Thank you for your email.
It would have been beneficial if you had quoted the reference number of our previous correspondence or the name, address and account details to allow us to quickly locate your account and previous correspondence (back in February of this year)
The details have now been located and passed to our broadband team who will contact you in due course.
Kind Regards
William Cunningham
Customer Liaison
Thank you for your email.
It would have been beneficial if you had quoted the reference number of our previous correspondence or the name, address and account details to allow us to quickly locate your account and previous correspondence (back in February of this year)
The details have now been located and passed to our broadband team who will contact you in due course.
Kind Regards
William Cunningham
Customer Liaison
Dear Mr Cunningham
The correspondence spanned several months, it was not confined to February and a superficial search of your own files would have demonstrated that.
It is no longer of any consequence, I have requested my MAC code in order that we may terminate our Sky Broadband at the earliest opportunity.
The correspondence spanned several months, it was not confined to February and a superficial search of your own files would have demonstrated that.
It is no longer of any consequence, I have requested my MAC code in order that we may terminate our Sky Broadband at the earliest opportunity.
I was with BT for years and still have telephone services from them and how many times was I required to telephone BT because of a fault?
Never.
Not once did I ever have cause to telephone them.
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